Support desk built into the product
Raise a ticket from inside VizPass and it reaches us with the context attached. Threaded replies, attachments, and visibility for your whole team.
Support in most business software means finding an email address on a website, writing into the void, and having no idea whether anyone read it. VizPass puts the support desk inside the product.
Raise a ticket without leaving the app
Anyone on your team who can sign in can open a ticket. They describe the problem, set a priority, attach a screenshot if it helps, and submit. The ticket gets a number immediately, so it can be referenced in a call or an email afterwards.
No support portal to register for, no separate password, and no forwarding a complaint through whoever originally bought the software.
It is a conversation, not a form
Every ticket is a thread. Our replies appear in the same place, marked as coming from support, and yours appear beneath them — with attachments on either side. The whole history stays on the ticket, so when something recurs three months later nobody is reconstructing what was tried.
Tickets carry a status you can see: open while it is live, resolved when we believe it is fixed, closed when it is done. If we mark something resolved and you disagree, replying reopens the conversation.
Your whole team sees your tickets
Tickets belong to your organisation rather than to the person who raised them. Anyone on your team can see them and reply.
That matters more than it sounds. When the guard who reported a problem is on leave, the supervisor can still follow it up. When a facilities manager takes over a site, they inherit the history rather than starting cold.
Using it for your own internal issues
Because visibility is company-wide, teams do sometimes use it to track their own gate issues — a printer that keeps jamming, a camera at gate three, a process question one shift keeps hitting. Nothing prevents that, and the thread and attachment handling work the same way.
One thing to know before you do. Tickets raised here also reach the BeyondBoxAI support desk — that is what makes them tickets rather than notes. So it is the right tool for anything you would be comfortable us reading, and the wrong one for internal HR matters, disciplinary notes or anything confidential to your organisation. If you want a private internal desk that we cannot see, tell us; it is a reasonable thing to want and it is not what this feature is today.
Why it is built in rather than bolted on
Support lives beside the thing it is about. When a guard reports that a pass printed with the wrong photo, they are already signed in as the user it happened to, at the gate it happened at. The context arrives with the ticket instead of being reconstructed over three emails.
It also means we see problems in the product we sell. A support desk run at arm's length by someone else filters that out — which is comfortable for a vendor and bad for the software.
What this is not
- It is not 24/7 manned. We answer during working hours. If you need a guaranteed response time, ask us before you buy rather than assuming one.
- It is not a substitute for a phone call when a gate is down. Raise a ticket for the record, then call [+91 81304 68801](tel:+918130468801).
- It is not a private internal helpdesk. See above — every ticket reaches us.
- It is not where you find product answers first. Most questions are already answered in the glossary, the use cases and the FAQs.
Where to find it
Sign in and open Support from the main menu. Everything else — raising, replying, attaching, resolving — happens there.
If you are not a customer yet and have a question, contact us or email [sales@beyondboxai.com](mailto:sales@beyondboxai.com).
Support questions
How do we raise a support ticket?
Sign in and open Support from the main menu. Describe the problem, set a priority, attach a screenshot if it helps, and submit. The ticket gets a number straight away so you can reference it later. There is no separate support portal to register for.
Who on our team can see our tickets?
Anyone on your team who can sign in. Tickets belong to your organisation rather than to the individual who raised them, so a supervisor can follow up when the guard who reported it is on leave, and a new facilities manager inherits the history instead of starting cold.
Can we use the helpdesk for our own internal issues?
You can, and some teams do — a jamming printer, a camera at gate three, a recurring process question. But every ticket raised here also reaches the BeyondBoxAI support desk, so it suits anything you are comfortable with us reading and not internal HR or disciplinary matters. If you want a private internal desk we cannot see, tell us — it is a reasonable request and it is not what this feature is today.
What do the ticket statuses mean?
Open means it is live with us. Resolved means we believe it is fixed. Closed means it is done. If we mark something resolved and you disagree, replying reopens the conversation — you do not have to raise a new ticket.
Is support available 24/7?
No. We answer during working hours, and we would rather say so than imply otherwise. If a gate is down, raise the ticket for the record and then call +91 81304 68801. If you need a guaranteed response time, ask us before buying rather than assuming one.
Can we attach screenshots or photos to a ticket?
Yes, on both sides. You can attach a file when raising a ticket or in any reply, and our replies can carry attachments too. For gate problems a photo of the pass or the screen is usually the fastest route to a fix.